Hybrid Senior Genesys Cloud CX Engineer

American Family Insurance Agency Staff; Madison (WI); Hybrid; USD 99,000 - 167,000; Full time

Benefits offered by this job

Medical, dental, vision & wellbeing

401(k) plan

Pension plan

Annual incentive

9 paid holidays

Paid time off (23 days)

Job summary

American Family Insurance Agency Staff in Madison, WI is seeking an experienced engineer to design, implement, and support Genesys Cloud CX Platform solutions. You will work on routing, IVR, integrations, and reporting to meet contact center needs.

Applicants should have strong experience with Genesys Cloud CX, APIs, and enterprise deployments, and be prepared to collaborate with technical and business stakeholders.

Qualifications

• Demonstrated experience providing customer-driven solutions or service.
• Experience with Genesys Cloud CX Platform including routing, IVR, reporting and configuration.
• Experience designing and supporting Genesys Cloud solutions in a complex enterprise environment.
• Knowledge of Genesys Cloud integrations using APIs, web services, and middleware.
• Strong communication of technical information to technical and non-technical audiences.

Responsibilities

• Analyzes high-level system specs and requirements to create detailed designs.
• Converts requirements into technical specs, system designs and implementation plans.
• Designs and supports Genesys Cloud CX Platform configurations and integrations.
• Collaborates with stakeholders to translate business needs into Genesys-based solutions.
• Documents design decisions, configurations, estimates, and performance metrics.
• Defines testing plans and leads validation of platform configurations.
• Performs design reviews and solution demonstrations.
• Troubleshoots platform incidents and performance issues.

Skills

Genesys Cloud CX

Contact center admin

APIs & integrations

SDLC

Troubleshooting

Tools

Genesys Cloud CX Platform

APIs/Web services

Middleware

Job description

American Family Insurance Agency Staff in Madison, WI is seeking an experienced engineer to design, implement, and support Genesys Cloud CX Platform solutions. You will work on routing, IVR, integrations, and reporting to meet contact center needs.

Applicants should have strong experience with Genesys Cloud CX, APIs, and enterprise deployments, and be prepared to collaborate with technical and business stakeholders.